Customer service can be hugely rewarding - you get to help people, solve problems, and be the friendly face of a company. But it’s no secret that the role also comes with challenges. A growing concern is whether working in customer service automatically means you’ll face abuse from customers.
The reality of hostility at work
According to the Institute of Customer Service, incidents of customer hostility are on the rise. In June 2025, they reported that 43% of customer-facing workers had experienced hostility in the last six months. That’s nearly half of all staff and a significant jump of 20% from the previous year.
This isn’t just unpleasant; it has real consequences. More than a third of workers are now considering leaving their jobs because of abuse, while 26% of those affected have taken sick leave, averaging eight days off. Clearly, this is an issue that can’t be ignored.
What does this mean for you?
If you’re looking at customer service jobs in London, it’s important to go in with your eyes open. While abuse isn’t guaranteed, the statistics show it’s more common than many people realise. It’s worth considering how you might cope if a customer treats you unfairly.
The good news is that not every role has the same risk. Some industries face more hostility than others - retail, transport, and utilities often top the list. By contrast, roles where customers are already motivated to engage positively, such as hospitality, travel and professional services, can be less confrontational.
How employers are responding
The growing concern about abuse has led to calls for change. The Institute of Customer Service is pushing for a standalone offence to protect customer-facing workers. Many employers are also stepping up training and support to make sure staff don’t feel alone when things get tough.
When you’re applying for customer service jobs in London, it’s a good idea to ask potential employers about their approach. Do they have clear policies on abuse? How do they support staff who’ve experienced hostility? Knowing this in advance can give you confidence that you’ll be looked after.
Protecting your own wellbeing
Even with supportive employers, you’ll want strategies to protect yourself. Here are a few practical tips:
- Don’t take it personally: Most customer frustration is directed at a situation, not you. And when the words they use are personal, it’s also usually a projection, not reality. The old adage ‘it says more about them than about you’ is absolutely true.
- Lean on your team: Sharing experiences helps you feel less isolated. Plus you can help each other out at different times to lighten the overall load. A touch of humour can help too.
- Know when to step back: If a situation is escalating, it’s OK to call for backup. If an employer isn’t protecting you, it’s OK to look elsewhere.
- Look after your health. Stress can build up, so make time for rest and activities that recharge you. Think about your work-life balance.
The bigger picture
Working in customer service doesn’t mean you’ll constantly face abuse, but it does mean you should be prepared. For many people, the positives, such as meeting new people, problem-solving, and developing transferable skills, far outweigh the negatives. The key is choosing an employer who values and protects their staff.
Learn more about customer service jobs in London.